Return and Refund Policy
1. General Principles
StoneSecret HK is committed to providing customers with high-quality products and services. In accordance with Hong Kong's Sale of Goods Ordinance and consumer rights guidelines, we have established the following return and refund policy to protect your shopping rights.
2. Conditions and Timeframe for Returns/Exchanges
2.1 Defective or Misdescribed Products
If the product received has quality issues, is damaged, or significantly differs from the website description, please contact us within 7 days of delivery to arrange a return or exchange.
Clear photos or videos of the product must be provided as evidence. Upon verification, we will cover the round-trip shipping costs and process a full refund or exchange.
2.2 Change of Mind (Non-Quality Issues)
To enhance your shopping experience, we offer a 7-day cooling-off period (starting from the delivery date) for non-quality-related issues.
To be eligible for a return or exchange, the following conditions must be met:
The product must be in new, unused, and undamaged condition.
The original packaging, tags, accessories, and free gifts must be intact.
The original order number and proof of purchase must be provided.
3. Non-Returnable/Non-Exchangeable Items
3.1 The following items cannot be returned or exchanged:
Products beyond the 7-day return/exchange period.
Used, damaged, stained, or incomplete products (e.g., unworn accessories with broken seals).
Minor appearance variations not caused by the Online Store or color differences due to display settings.
3.2 Under the Trade Descriptions Ordinance, the following products are not eligible for the cooling-off period:
Customized or personalized products.
Sealed cosmetics or personal hygiene products (if opened).
Clearance or promotional items (if explicitly marked "Final Sale").
Gift cards, pre-order items.
4. Return/Exchange Process
4.1 Application Stage
Please contact us within 7 days of delivery via email at stonesecret.hk@gmail.com or customer service hotline at +852 52022008.
Provide the following information:
Order number
Product name and quantity
Reason for return/exchange with clear photo evidence
Preferred resolution (refund/exchange)
4.2 Review and Confirmation
We will review your application within 1-2 business days.
If approved, our customer service team will email you detailed return instructions (including the return address).
4.3 Returning the Product
Please pack the product securely and ship it to the specified address.
Note: For non-quality-related returns, the customer is responsible for the return shipping cost. We recommend using a tracked courier service (e.g., SF Express) and retaining the shipping receipt.
If the return is due to our error (e.g., wrong item, defect), we will reimburse the shipping cost upon refund.
4.4 Inspection and Processing
Upon receiving the returned product, we will conduct an inspection (within 1-3 business days).
If the inspection is successful, we will process the exchange or refund within 14 business days.
5. Refund Details
5.1 Refund Methods
Credit card payments: Refunds will be issued to the original credit card (processing time depends on the card issuer, typically 10-20 business days).
FPS/Bank transfer: Refunds will be processed via bank transfer.
Other payment methods: Refunds will be issued via the original payment method.
5.2 Refund Amount
The refund amount will cover the product price only.
Original shipping fees are non-refundable (unless the return is due to our error).
If the return causes the order total to fall below the free shipping threshold, the original shipping fee will be deducted from the refund.
Free gifts must be returned; otherwise, their value will be deducted from the refund.
6. Exchange Details
If an exchange is requested, we will arrange to ship the new product as soon as possible after confirming the returned product is in acceptable condition.
If the product is out of stock, we will work with you to arrange an exchange for a product of equal value or process a refund.
7. Exceptional Cases
For special circumstances (e.g., severe damage during transit), we will handle cases individually and strive to provide a satisfactory solution.
8. Contact Us
If you have any questions about our Return and Refund Policy, please contact our customer service team:
Email: stonesecret.hk@gmail.com
Phone: +852 5202 2008 (Service hours: Monday–Friday, 10:00–18:00)
